06064731 is referenced by 211 patents and cites 4 patents.

In a call center (100) of a business, if it is determined (314-318 or 320) during the handling of a call involving a party who is a customer of the business that the party is at risk of being lost as a customer to the business, an identifier of the party, such as ANI, is captured (300) and stored (322) along with an "at risk" indication. The determination may be made either automatically by detecting (314-318) that the party terminated the call while on hold, or manually (320) by the agent handling the call or a service observer whereupon the agent or observer pressed an "at risk" feature button (112) on their terminal (105, 110). On a subsequent call to or from that party, the stored identifiers (380) are searched (306), and when it is determined (308) that the party is identified therein as being at risk, the call is given (310) special treatment (400-426)--a higher-than-normal level of service--and is identified (428) to the call's handler as involving an "at risk" customer, in an attempt to avoid loss of the party as a customer.

Title
Arrangement for improving retention of call centers customers
Application Number
9/182353
Publication Number
6064731
Application Date
October 29, 1998
Publication Date
May 16, 2000
Inventor
Eugene P Mathews
Barrington
IL, US
Robin H Foster
Little Silver
NJ, US
Andrew D Flockhart
Thornton
CO, US
Agent
David Volejnicek
Assignee
Lucent Technologies
NJ, US
IPC
H04M 3/00
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